If you’re like most teams, you probably don’t think much about your multifunction printer (MFP) or copier, until it stops working.
But here’s the truth most businesses don’t realize: copier downtime is quietly one of the most expensive line items in your office. It shows up as delays, missed deadlines, lost productivity and it all adds up fast.
So how do you know if your print environment is actually working the way it should?
Use these 6 industry benchmarks to find out.
Target: Less than 1 hour
Any more than that, and you’re not just losing time, you’re bleeding it. Multiply an hour of downtime across 20 team members and you’ll see how quickly it becomes a hidden cost center.
Finding a copier/equipment service provider offering an excellent service response time is key to avoiding the extraordinary costs of downtime.
Target: Under 4 hours for on-site support
Downtime is expensive. Every hour your team is waiting on a fix is an hour you’re not delivering for clients or customers. Top-tier providers treat response time like a non-negotiable.
Many Canadian managed‑service providers advertise ~4‑hour response times for urban customers, though they note this is often an average rather than a hard guarantee. In other words: If your vendor is quoting “within 8 hours” or “next business day”, you’re already falling behind the curve.
Target: 82% or better
If a service technician needs multiple visits to fix the same issue, your service model is broken. The best providers solve the problem the first time because that’s what keeps your team moving.
Target: Automatic, before you run out.
Running out of toner shouldn’t happen. Providers worth your trust monitor devices in real time and ship supplies proactively, so your team never hits pause.
At Office Interiors, our Auto Toner Fulfillment program automatically ships replacement toner when your device is low so it shows up when you need it, without you having to lift a finger.
Target: Regular tune-ups and remote monitoring.
Fixing something after it breaks is already a loss. That’s why best-in-class providers run behind-the-scenes monitoring and scheduled maintenance, your devices stay in peak condition, reducing surprise breakdowns and emergency calls.
Smart providers also enable alerts so your copiers and printers can automatically notify the service team when toner is low, paper is running out, or maintenance is required. No tickets to submit. No guessing. Just fast, silent support that keeps your fleet running without interruption.
Target: 97–99% uptime
This is the gold standard. At this level, printing delays are almost nonexistent. Anything below 94%? You’ve got a reliability problem worth solving.
If you went through the six benchmarks above and tracked your current numbers, here’s how to read the score:
You’re in great shape. Your setup is delivering consistent performance, and your provider is doing their job. Keep an eye on stats monthly but know that you’re not losing money to downtime.
You’re surviving but not optimizing. You’re likely experiencing slowdowns your team has learned to work around (which is code for “lost time you’re not measuring”). This is your opportunity to tighten up and regain efficiency.
It’s costing you, whether you see it or not. At this level, printer issues are likely slowing projects, frustrating staff, and forcing unplanned workarounds. Worse, your provider may be reactive instead of proactive. You’re overdue for a change.
The best partners (yes, even copier dealers) should be helping you measure uptime, not hide it. That’s why we use third party survey data to measure how we’re doing, directly from the people we serve.
We benchmark our results against industry standards for Canadian copier dealers. Here’s what the data shows:
We know service isn’t just about showing up. It’s about being responsive, solving problems quickly, invoicing accurately, and getting it right the first time. These numbers reflect the experience of our customers.
If you made it this far down in this article, then I have to assume you are interested in improving the efficiency of your business. Well good news, our print assessments are completely free of charge!
Reach out today to take the first step towards a more efficient office. If that isn’t enough for you and you still want to learn more, you can also check out our free guide on the latest Trends in Technology.